Customer Care Centre Operations Manager, ESB Networks

Position Description

Are you a dynamic and results-driven leader with a passion for delivering exceptional customer experiences?

We are seeking a talented Customer Contact Centre Operations Manager to join our team and take charge of our fast-paced and customer-centric contact centre operations. As the Operations Manager, you will have the opportunity to shape and optimize our customer service operations, driving efficiency, and ensuring outstanding service delivery. If you thrive in a challenging environment and have a knack for inspiring and developing high-performing teams, this is the perfect role for you!

ESB Networks own and operate the electricity distribution network with over 2.4m customers connected. ESB Networks plays a central role in achieving the climate action plan, through connecting renewable generation, having a reliable electrical network, and offering services to assist customers transition seamlessly to adopt low carbon technologies. The Customer Care Centre is the first port of call for customers to make contact through a range of voice and digital channels. The service offered by the Customer Care Centre is central to meeting these evolving needs of our customers.

ESB Networks Customer Care Centre is the gateway for customers to contact us about no supply calls, safety concerns and general enquiries. Over 1.4 million customer calls, emails and social media are managed annually. Over the last ten years the customer contact centre has achieved the highest levels of accreditation from the global Customer Care Association and achieved above 90% service performance levels as set out by the energy regulator.

The Customer Care Centre Operations Manager is responsible for shaping and optimising our contact centre operations, driving efficiency, and ensuring outstanding service delivery. This includes development and implementation of business plans, procedures, and inspiring, developing, and growing high-performing teams, which totals over 104 people.

Reporting to the Customer Care Centre Manager they will manage the Networks Customer Contact Centre teams to deliver optimum customer service and achieve and maintain agreed service levels within budget.

Key Responsibilities 

• Drive business performance and achieve 90% service level performance targets for calls and achieve high service levels across our digital channels.
• Manage, motivate, and assist team leads and staff to achieve targets via goal setting and regular performance conversations.
• Identify and proactively manage changes that are necessary in the organisation.
• Promote team working in an open and communicative environment.
• Provide a suite of reports to monitor service levels and co-ordinate ‘mystery shopping’ and other external customer feedback to provide insights for the wider CX team on customer sentiment, trends and needs.
• Drive quality assurance across the customer contact centre including training to increase skills and competencies and address customer feedback.
• Prepare and manage contact centre activity during significant weather events by managing peak call volumes, increased social media and work closely with our third-party service provider and corporate communications teams.
• Review on an ongoing basis how we can deliver best-in-class customer experience and customer care in a more efficient way, by deriving insights from metrics/surveys and optimising resources and technology.
• Lead the charge in managing contact centre operations, ensuring seamless and efficient processes that meet and exceed customer expectations and support the new customer capabilities and services being developed and launched for our customers as they embark on the journey to net zero.
• Monitor key performance indicators (KPIs), optimise staffing levels, and proactively address operational challenges to maintain exceptional service levels.
• Empower and motivate our dedicated team of contact centre supervisors, agents, and support staff to achieve performance goals and deliver exceptional customer experiences. Foster a collaborative and inclusive work environment that fuels creativity, innovation, and teamwork.
• Champion customer satisfaction and go above and beyond to deliver exceptional service at every touchpoint. Set and maintain service standards, implement quality assurance processes, and champion customer-centric solutions in collaboration with other departments.
• Innovate and optimize our contact centre processes, leveraging the latest technologies and industry best practices. Stay ahead of emerging trends, analyse data-driven insights, and implement process enhancements to drive operational efficiency and elevate the customer experience.
• Manage the contact centre within agreed budgets and seek opportunities for cost improvements.
• On call duties and out of hours working as may be required by the business.

Experience and Qualifications

Essential

• 3-5 year’s management experience in a customer focused role.
• Customer-centric and insights driven.
• Excellent communication and interpersonal skills.
• Ability to collaborate and influence internal stakeholders. 
• Strong IT skills and technical capability.
• Analytical and commercially astute.

Desirable

• A third level qualification is desirable or equivalent work experience.

Location

This position will be based in Wilton, Co.Cork, Ireland.

ESB is committed to smart working – combining digital tools with a culture of trust and empowerment to enable flexible ways of working. All smart working arrangements are subject to manager approval and ongoing review, based on the operational requirements of the role, the team, and the individual.

Reporting To

Manager of ESB Networks National Customer Contact Centre. 

Why Work with Us?

• Opportunity to lead Ireland’s transition to net zero carbon future
• Career development through mentoring and training 
• Corporate Social Responsibility Opportunities
• Sports and Social Clubs
• Networking opportunities
• Credit Union
• Generous Pension
• Access to staff well-being programmes
• Generous parental leave entitlements
• Strong values-based and inclusive culture
• Strong commitment to diversity, equity and inclusion
• Great team environment working to our Core Values: Courageous, Caring, Driven and Trusted

Salary

€69,000 to €81,000 per annum 

Closing Date